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Case Study : Volume – Customer Experience

A large UK Retail Bank reached out to Kind via their RPO, who we had a good working relationship with. The client expressed a need for volume support on a business critical project, utilising our Kind Agile Solutions offering to get the talent they needed in place fast.

As this project involved multiple business areas, our team carried out initial consultations with several “Head Of” role-holders throughout the business. We identified and discussed the key responsibilities of the positions and agreed on time-frames for sourcing, interviewing, offering and starting all the roles needed.

We conducted a large-scale campaign to identify the most relevant candidates, looking at both active jobseekers and passive Customer Experience professionals who we recognised as being very strong matches for the project, as well as the relevant best-in-field contractors already on our Kind Agile Solutions bench

We crafted an initial longlist based on candidate skills and experience and then conducted first stage interviews ourselves via Teams calls, selected the best possible candidates, who had the necessary skills and experience and were also a good fit for project in personality and career goals, and submitted these to the client for review and the second stage interviews.

Following that second round of interviews, the client hired 75 of our contractors all within the agreed time frames.

Our contractors have been repeatedly extended with many of them being offered permanent positions.

The client gave very positive feedback on our team’s efficiency, communication, speed and quality, which has resulted in a number of other business areas requesting Kind Agile Solutions to partner with them for their interim projects.

Do you have volume hiring needs within Financial Services ? Get in touch for a confidential discussion about how Kind Consultancy may be able to build a tailored Financial Services recruitment solution for you.

Case Study : Financial Crime Team

Kind Consultancy had a strong pre-existing relationship with a small but well-established challenger bank who were embarking on an growth journey. They brough their plans to us exclusively and asked for help building out and strengthening their Financial Crime department.

We put together a designated team who had the relevant knowledge and network, who met with the hiring managers overseeing the division and built-up a thorough understanding of the current organisational structure and what the new structure would look like.

The team discussed the 5 Year Plan for the bank as a whole, and the role of Financial Crime within that plan, to make sure anyone we brought to the client would be aligned in their long-term goals.

Our client was looking to build out a new Transaction Monitoring team, we spent time to understand specific skills, knowledge, experience, and qualifications that the client wanted to see in candidates. We mapped out the Financial Crime talent market and built pool of potential candidates, making confidential approaches to understand their experience and personal motivations in detail. From this initial pool we selected a longlist of candidates for further discovery conversations, which we used to decide on the final shortlist to be submitted to the client.

We supported the client and our candidates through the interview process, helping to check times and travel arrangements and share feedback on both sides.

With the interviews complete we successfully placed a new Senior Transactional Monitoring Manager and for Transactional Monitoring Analysts.

Our team continued to keep in touch with all candidates and hiring managers to ensure a smooth onboarding and embedding period.

Interested in how Kind Consultancy can help you with Financial Crime hiring? Get in touch today for a confidential conversation about how Kind Consultancy may be able to help with your Financial Crime recruitment needs.

Motor Finance

Motor Finance firms have become a core part of Kind Consultancy’s client-base over the years, and is one area within UK Financial Services that has really benefited from our Kind Agile Solutions contract recruitment offering, especially as the sector has faced more and more attention from regulators. Read on for a Case Study looking at how we helped one Motor Finance organisation in need of a significant increase in Collections resource –

A large, established motor finance company required additional support within their collections team to work with vulnerable customers in relation to their payment plans. Due to an ongoing relationship, the client reached out to Kind Consultancy asking for them to supply experienced interim Collections Consultants for a 12-month project.

Kind selected people from the King Agile Solutions bench who had a mixture of collections experience and complaint handling experience across Financial Services, combined with a history of working with vulnerable customers. The combination required for the project was a very specialised skill set and the client recognised that these are not people they would be able to find on their own quickly. When a second request came after the appropriate members of the Agile Solutions team were already with the client, Kind then conducted a full deep market search using a mix of methodologies to identify key talent that could be utilised in this project, rapidly taking care of all screening and compliance requirements before they joined the client.

Our contractors went through training and route-to-competency with the client and were fully operational and supporting the team within 4 weeks of the first request coming to Kind.  This has resulted in a significant number of customers being contacted and able to get the specialised support they needed, whilst maintaining strong customer service for the client. The client has expressed great satisfaction with both Kind Consultancy’s service and with the quality of the contractors, and shared their intention to come back to Kind in future should they have similar resource needs.

International Bank

International banks can also benefit from our expert recruitment specialists. Kind Consultancy can help with Financial Crime resource needs for Financial Services organisations of any size, scope and locations. In this Case Study, learn how one international organisation benefited from our services.

Kind Consultancy worked with an international bank who had suffered a serious and well-publicised Compliance and Financial Crime failure. Resultantly they were looking to completely transform their Compliance function and they wanted to tap into the internationally renowned Compliance talent in the UK. The client approached Kind based on their awareness of Kind’s specialist Compliance focus in the UK Financial Services recruitment marketplace.

Kind Consultancy contacted 20 of the very best AML and KYC Analysts and Compliance professionals with Project Management and Transformation experience, utilising a mix of candidates who were already part of the pre-screened Kind Agile Solutions bench and newly sourced candidates. The Kind team conducted pre-interviews with all of the contractors and submitted their details to the client for approval. All 20 were deployed to the client’s international sites within a matter of weeks and began leading and assisting in the total overhaul of the bank’s Compliance and Financial Crime approaches.

Kind’s team of contractors helped the end client to successfully build and embed new Financial Crime frameworks and develop a much more positive Compliance culture, across multiple countries and regulatory jurisdictions. The bank has kept on some of those contractors as permanent members of the Compliance team and has not had another Financial Crime failure since Kind Consultancy began supporting them.

Volume Quality Complaints

Volume Quality Complaints present a unique challenge to Financial Services firms. It’s important to resolve complaints quickly, but they need to be handled by knowledgeable and experienced Complaints professionals to avoid creating further conflict with customers and potential regulatory involvement. In this Case Study we look at how one Motor Finance firm used Kind Consultancy to tackle a Volume Quality Complaints problem –

A fast-growing digital Motor Finance lender had a significant increase in quality complaint volumes. The organisation’s permanent complaint handling team was in its infancy, with the business still in the process of recruiting staff. The time needed to place and train these people, however, meant they needed contract support, on-site and at work fast to keep their complaints within their service level agreement and avoid any potential issues with the Financial Ombudsman Service. The Motor Finance company contacted Kind Consultancy seeking experienced Complaint Handlers with an understanding of the motor industry, who could hit the ground running to immediately attack the volume.

Kind Consultancy had a pool of people on the Kind Agile Solutions bench who were pre-qualified and pre-screened complaints professionals with Motor Finance knowledge; people who the Kind team trusted to deliver high-quality work, who they knew to be available and who could be on-site fast. A total of 10 contractors were deployed and were fully operational with the company within 10 working days of the request arriving.

The contractors played a key role in significantly reducing the number of complaints and enabled the business to take the time to recruit and fully train their permanent complaints staff, with two of the Agile Solutions team joining the organisation on a permanent basis.

Concerned about Volume Quality Complaints in your business? Contact Kind Consultancy today for a confidential discussion of how we can help.

IT Change & Transformation Team : Case Study

IT Change & Transformation Team – Case Study

An IT Change & Transformation Team is vital for any successful technology change project. In this case study we take a look at a global automotive organisation with no UK IT presence who contacted Kind’s Change & Transformation recruitment specialist looking to substantially expand their Global Project division with a UK team.

The Situation

After the business reached out to us, our specialist took weekly conference calls with the Global Project team to discuss their plans for the UK branch of the business. On these calls they dug in to all of the relevant role profiles in detail and examined past successes and barriers the client had faced in establishing new national teams. They needed a Head of IT, a Solution Architect, a Data Architect and 2 Business Analysts to create the new division in Britain. Working together, we developed a 3 month recruitment plan to embed the full team, starting with the Head of IT.

Our Solution

Using their extensive pre-existing network and knowledge of the best Change & Transformation and IT Project professionals in the UK, our specialist handled all aspects of the recruitment process.  They confidentially approached Heads of IT working at comparable and competing businesses, identifying those who were open to a new challenge and selecting the very best of these to put forward to the client.

The firm interviewed 3 of these, and selected one to make an offer to, which was immediately accepted. With the Head Of in place, they were then able to work closely with our specialist as they filled all of the remaining 4 roles. The whole project was completed within the agreed timeframe and Kind’s work was highly commended by the client. The team were extremely effective, smoothly integrating the new UK division into the wider business and global operations

Find out more about Kind’s work on Change & Transformation recruitment here, and read more Case Studies featuring Change & Transformation projects here.

Senior Programme Manager

A telecommunications client was struggling to find a good variety of candidates while recruiting for a Senior Programme Manager position. Kind’s Change & Transformation specialist was brought in after the initial interview stages to scope what was lacking from the initial shortlist from direct resource and external support of agency’s.

We conducted a fresh head-hunting search conducted via our pre-existing network, building a new shortlist of 5 candidates drawn from a range of industries outside of telecommunications. All 5 were then interviewed by the client, with 3 taken forward to face-to-face second stage interviews, 2 of which were subsequently taken to final interview with one being offered and accepting.

The client credited Kind’s Change & Transformation specialist with delivering a diverse selection of clients from outside the pool that their internal team had considered, and the recruitment project was completed within a pre-agreed timescale of 6 weeks.

Service Delivery Managers

A large record management organisation needed to hire 3 new Service Delivery Managers in a tight timeframe to keep up with onboarding multiple new clients. They contacted Kind’s Change & Transformation recruitment specialist, who compiled a shortlist of 10 candidates.

The client had identified 3 key questions they felt were very important to the role. Kind’s Change & Transformation recruitment specialist interviewed all of the shortlisted candidates, asking them these 3 questions and recording their responses. The recordings, along with CVs and profiles, were sent to the client, who used these to select 6 candidates to take forward to a final stage interview.

Thanks to this technologically assisted approach to accelerating the interview process, all 3 roles were filled within 2 weeks of taking the initial brief, with 3 of our candidates being offered and accepting very shortly after their second interviews.

Vulnerable Customers

One of our clients, a consumer finance business, reached out to us as they were keen to build up a team of experienced case handlers, beyond their existing resource who were able to support customers, who based on their individual circumstances may be considered potentially vulnerable.

As we had ring fenced a pool of specialist Vulnerable Customer talent within Kind Agile Solutions, we were able to have the team on site and working on cases within 10 working days from the initial contact. The interim support has been a huge success, which has resulted in contracts being extended to manage the increase in customers showing signs of vulnerability.

We worked closely with the client and it was agreed that we would supply a team of people to focus exclusively on the vulnerable customer cases. We immediately contacted the contractors on the Kind Agile Solutions bench, who we knew were available for a new project and had Vulnerable Customer expertise.

Collections

A large, established motor finance company required additional support within their collections team to work with vulnerable customers in relation to their payment plans. Due to an ongoing relationship, the client reached out to Kind Consultancy asking for them to supply experienced interim Collections Consultants for a 12-month project.

Our contractors went through training and route-to-competency with the client and were fully operational and supporting the team within 4 weeks of the first request coming to Kind. This has resulted in a significant number of customers being contacted and to get the specialised support they needed, whilst maintaining a strong customer service for the client.

Kind selected people from the King Agile Solutions bench who had a mixture of collections experience and complaint handling experience across Financial Services, combined with a history of working with vulnerable customers. The combination required for the project was a very specialised skill set and the client recognised that these are not people they would be able to find on their own quickly. When a second request came after the appropriate members of the Agile Solutions team were already with the client, Kind then conducted a full deep market search using a mix of methodologies to identify key talent that could be utilised in this project, rapidly taking care of all screening and compliance requirements before they joined the clients project.

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